Help desk’ is a generalized name given to the software solution designed to help companies solve their customers' specific grievances. When buyers have certain questions or problems, they contact the help desk. A client service employee is automatically notified about a new request; he helps and assists consumers the best way possible – answers their questions, explains the details of their orders, and performs a number of other tasks. Most modern CRM software systems include multifunctional and user-friendly support desks, which enable customers to easily contact support agent of the company. For example, bpm’online – a cloud-based application with out-of-the-box features aimed at full-cycle service management – provides the customer service agents with a number of considerable tools.